Customer Experience Apps and AI Product Manager

Netspeed

San Jose, CA

Full Time

Senior

about 2 months ago

Job Description

About the Role

The Webex Customer Experience Solutions team at Cisco is dedicated to transforming customer interactions through innovative solutions. Our team focuses on building and delivering exceptional customer experiences by integrating advanced technologies such as AI, automation, and data analytics into our contact center solutions. Cisco is looking to bring on-board a Product Manager to help deliver exceptional products for customer experiences. This role offers the opportunity to work with globally distributed teams and make a significant impact on how millions of users get their work done, especially by leveraging AI to streamline workflows, reduce manual effort, and deliver actionable insights.

Key Responsibilities

Define and drive the product vision and strategy for AI-enhanced experiences across agent, supervisor, analyst, and operator personas.
Partner with customers, partners, and internal collaborators to validate problems, evaluate early concepts, and gather insights that drive roadmap decisions.
Monitor industry trends, customer expectations, and competitive landscape to inform strategy and innovation.
Partner with design, engineering, and other cross-functional teams to drive complex initiatives from concept to delivery.
Monitor and report on the impact of the product, using data-driven insights to guide future enhancements.
Communicate effectively with diverse audiences, including executives and team members.

Requirements

Bachelors degree plus 12 years of related experience in Engineering, Computer Science, Business, or a related field, or Masters plus 8 years, or PhD plus 5 years.
10-15 years of product management experience, ideally in enterprise software or SaaS.
Experience in the contact center domain or with workforce engagement platforms (preferred).
Knowledge of AI and machine learning applications (preferred).
Strong analytical abilities with experience using data to guide product decisions (preferred).

Nice to Have

Experience in the contact center domain or with workforce engagement platforms.
Knowledge of AI and machine learning applications.
MBA or equivalent experience in strategic product leadership.

Qualifications

Educational background as specified in the minimum qualifications (Bachelor's, Master's, or PhD with relevant experience).

Benefits & Perks

Access to quality medical, dental, and vision insurance.
401(k) plan with Cisco matching contribution.
Short and long-term disability coverage.
Basic life insurance and wellbeing offerings.
Up to twelve paid holidays per year, including one floating holiday and a birthday day off.
Vacation time accrual and flexible time off policies.
Paid sick time off with carryover options.
Paid time off for volunteering and community engagement.
Performance-based incentive pay for sales roles.

Working at Netspeed

Cisco celebrates diverse backgrounds and focuses on unlocking potential through inclusive communities and employee resource organizations. The company promotes hybrid work, learning, and development at every stage of career growth. Cisco values connection, belonging, and making a difference, fostering a culture where employees are encouraged to be their authentic selves and contribute to a more inclusive future for all.

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